Senior Manager, Platform Engineering

Vanguard; Wayne (PA); Hybrid; USD 100,000 - 130,000; Full time

Job summary

Vanguard is seeking a leader in technical support staff management. This role involves overseeing the design and implementation of technical solutions to meet business goals while ensuring high service levels.

Candidates should have robust experience in enterprise communications and voice strategies. Vanguard offers a hybrid working model aiming to foster collaboration, connection, and flexibility in support of long-term client outcomes.

Qualifications

• Strong knowledge of enterprise communications technologies and trends.
• Experience in leading technical support staff and projects.
• Ability to evaluate and implement technical solutions.

Responsibilities

• Hire, supervise, and develop technical support staff across disciplines.
• Manage enterprise-wide platform project planning and implementation.
• Resolve complex availability and incident management issues.
• Plan and implement new technologies for critical IT platform projects.
• Develop technical standards and evaluate IT vendor products.

Skills

Enterprise Voice

Carrier strategy

Teams telephony

Unified communications

Call recording

Voice security & fraud prevention

Communications resiliency

SBC/platform engineering

Communications automation

Emergency communications

Enterprise communications architecture

Voice & Communications Reliability

Job description

Manages and leads technical support staff across multiple disciplines who provide technical support for the design and building of technical solutions. Provides leadership in designing, developing and implementing solutions in support of the business, according to standards and policies.

Core Responsibilities

• Hires, evaluates, and supervises crew. Provides guidance and training as necessary to develop crew. Sets performance standards, reviews performance, and makes informed compensation decisions in accordance with all applicable Human Resources policies and procedures.
• Manages the planning and implementation of enterprise-wide platform projects, including schedule, resources and communication of project status. Anticipates current and future needs of the organization and makes recommendations regarding project scope, schedule and budget. Manages the resolution of the most complex availability and incident management issues elevated from staff and clients.
• Manages technical support staff who implement, monitor, troubleshoot, and install platforms across all systems, ensuring defined business service levels are met. Plans, develops, and executes short and long range goals and strategies to meet department, divisional, and corporate objectives.
• Evaluates alternatives for modifications to systems and implements solutions that meet long-term business objectives and current organizational requirements. Establishes, communicates and drives continuous improvement of key performance, quality and client satisfaction metrics.
• Plans and implements new technologies and major releases for the most critical enterprise-wide IT platform projects. Leads teams that troubleshoot, configure, and tune systems.
• Provides thought leadership and develops technical standards to serve Vanguard technical needs. Manages the evaluation, selection and ongoing performance of IT vendor products and services.
• Learns and understands client area business functions and requirements. Determines the appropriate technical tool to address the client's business needs.
• Maintains expertise and awareness of industry trends and technologies; making timely adjustments to strategies as appropriate.
• Participates in special projects and performs other duties as assigned.

Qualifications

• Enterprise Voice
• Carrier strategy
• Teams telephony
• Unified communications
• Call recording
• Voice security & fraud prevention
• Communications resiliency
• SBC/platform engineering
• Communications automation
• Emergency communications
• Enterprise communications architecture
• Voice & Communications Reliability Engineering

Sponsorship

Vanguard is not offering visa sponsorship for this position.

About Vanguard

At Vanguard, we don't just have a mission- we’re on a mission.

To work for the long-term financial wellbeing of our clients. To lead through product and services that transform our clients' lives. To learn and develop our skills as individuals and as a team. From Malvern to Melbourne, our mission drives us forward and inspires us to be our best.

How We Work

Vanguard has implemented a hybrid working model for the majority of our crew members, designed to capture the benefits of enhanced flexibility while enabling in-person learning, collaboration, and connection. We believe our mission-driven and highly collaborative culture is a critical enabler to support long-term client outcomes and enrich the employee experience.